Communications-Based Process Automation

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1 Communications-Based Process Automation Market Overview A completely new way to automate business processes Involving people and communications to make process automation complete Deliberately Innovative

2 Innovation As a consistent driving force behind the development of new business technologies, Interactive Intelligence s first-to-market approach has made it a leading innovator. Experience VoIP and SIP Experienced in developing business communications solutions since 1994 and backed by more than 3,000 global customers, Interactive Intelligence brings the maturity required to satisfy the most diverse enterprise requirements, including those of multinational organizations. Value Interactive Intelligence helps your business improve operational efficiencies, reduce costs, increase revenue opportunities, and ensure investment protection through its all-in-one, standardsbased communications software suite and comprehensive global services. Desktop Productivity The Contact Center The Mobile and Remote Workforce Microsoft Integrations Phone Set Flexibility

3 Making process automation complete Process management suites and automation tool-kits leave out the most important component of a business process people. When you involve people, and the communications platform that connects them, business process automation becomes complete. It s also a completely new approach. In 1994 Interactive Intelligence introduced a software platform to unify and automate the communications process for calls, s, web chats and faxes. Through this automation, businesses capture all interactions, prioritize them, route them to the most skilled and available people, escalate them when needed and track the entire process from beginning to end. To thousands of contact centers and enterprises around the world, our IP-based unified communications platform has presented a different way of working. It only makes sense, then, to apply this mature technology to the broader area of business process automation. In orchestrating the delivery of work, our platform gives organizations everything they need to capture, prioritize, route, escalate and track each step of a business process. It provides an alternative to legacy process management systems and tool-kits that deliver only a fraction of the automation capability businesses require. To us, automating processes is nothing new. That s how we developed a completely new approach to business process automation. Communications-Based Process Automation CBPA. The CEO Process automation seems fairly straightforward What makes Communications- Based Process Automation different? Look closely at other business process automation approaches and they struggle to integrate communications and people the very things that drive processes throughout an organization. Those same approaches keep critical business information silo-ed and interfere with seeing the whole picture. The costs and complexity inherent in these other approaches directly impacts your ability to contain costs, generate revenue, and satisfy your customers. With CBPA, your organization orchestrates communications and business processes on the same platform. Model, map, and automate processes to involve people and close communications gaps between employees, customers, vendors, and partners. Empower managers with a unified real-time view of information by connecting to enterprise applications and extending process automation to CRM packages, financial management software, databases and other sources. Every component of your business processes working in harmony makes CBPA different. Automate processes of every kind Claims processing, order fulfillment, patient scheduling, subscriptions, time-off requests, approvals, information gathering and other processes. CBPA solutions are easily deployed in the contact center, in the enterprise, and to branch offices and remote workers.

4 The COO the Contact Center Manager A solution to automate our processes more fully and across the entire organization?... If it exists, we have yet to find it. A customer completes an online application form, clicks Submit, and gets an in return. Thank you. We ve received your application. Basic communications toolkits do a decent job of triggering event-based communications and sending notifications but then what? Inside the company, there s still work to do. Processing the application is a series of time-consuming manual tasks, handoffs, mistakes and delays. There s no process control. Communications-Based Process Automation lets you bring the whole process together and take charge of your customer s experience by integrating the right people, their communications, and their work at all strategic points in your organization. Accurately prioritize and quickly distribute work to the best qualified employees using the same communications queuing and routing methods contact centers use. Turn an employee s status into a process presence to determine their availability for a work assignment and speed processing time, and involve employees from around the globe with the location-independence of VoIP. Then put managers in total control with real-time monitoring for visibility into every step of the work process; alerts and automated escalations to keep deadlines and service level goals on track; recording for calls, s and web interactions to support compliance; and end-to-end reporting to measure each process attribute and address trouble spots. A solution to automate your processes more fully? It s right there on your communications platform. The CFO Improving efficiency doesn t tell me much for ROI Show me exactly where CBPA s return on investment comes from. CPBA s return starts with fewer capital expenditures and lower long-term costs over legacy process management approaches. Legacy vendors for years have made organizations purchase, customize, integrate, manage and support multiple products, yet communications were nowhere to be found. Even now, their solutions only inundate employees with and not much else. A Communications-Based Process Automation approach comes down to one application, built on top of and managed on the same communications platform. No costly customization. No expensive integration. Instant ROI. The ongoing ROI afterward is so obvious you can t miss it. By automating processes and standardizing process methods, your business minimizes latency in its business processes overall. It routes work more quickly to available employees wherever they are, improves processing time and accuracy, reduces work cycles by offsetting rework and delays, and takes customer satisfaction to far higher levels. And with efficiency gains in every process, your business achieves the ultimate ROI by doing more with fewer resources, which reduces costs.

5 The CIO I see the value of process automation But it needs to benefit the entire organization and not just one part of our business We agree. Some communications tool-kits issue alerts when a customer s account balance is overdue. But it only solves that problem. Does every problem need a new tool? How many different tools do you want to deploy to support your company s objectives? When we say making process automation complete, we mean being able to model, manage and monitor any business process from beginning to end and involve people and communications to drive it throughout every business unit of your organization. Here s our logic. Start with the all-in-one communications platform from Interactive Intelligence, and follow our Communications-Based Process Automation approach to turn it into an integrated and manageable all-in-one solution for business process automation. Then think organization-wide. No matter what area of your organization a process affects, model it for automation in one intuitive design environment, use a service-oriented architecture to provide the backbone for information flows and accessing web services, and manage the whole process with a built-in orchestration engine. You can also give end-users options for user interfaces on web pages, and give managers a single real-time monitoring interface to track every step of every process. Instead of automating one part of your business, we give you one platform for communications and process automation in every corner of your organization. Best Practices: Process Consulting Mapping a business process before automating it is essential to making it successful. Consulting services from Interactive Intelligence help your organization assess existing processes, identify opportunities for improvement, conduct ROI analysis, and redesign processes for automation. We work with you to establish automation goals based on CBPA best practices, to ensure that every process you automate benefits your business and its customers. Worldwide Partner and Services Network When you implement communications solutions in businesses around the globe, you d better have a strong, wide-ranging support network to back them up. Our network includes more than 300 experienced global sales and services partners as well as the direct Worldwide Services teams from Interactive Intelligence Professional Services, Support Services, Managed Services and Education Services combined to support your solution from every conceivable angle, no matter what corner of the world your business is in.

6 Would automation improve your business processes? Business process automation, and especially communications-based process automation, could prove beneficial if your current processes: Are performed manually using tools such as file folders, spreadsheets and Are highly repetitive Leave room for process latency and human error Regularly hit bottlenecks and miss service levels and work completion rates Involve people communicating with one another, and with the customer Span several people or multiple touch-points across business and departmental silos Require employees to participate from multiple and/or remote locations Lack visibility across participants or the process itself Involve the contact center or work center Directly impact the customer experience Restrict revenue-generation abilities Miss the mark on measurable ROI for your business Submit online application Verify information Access data services, web services Obtain required data Approve or decline Notify customer